Sep
07

Career Success and the Need for a Sense of Urgency

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I recently built a small website for a private customer which represented about three days work over a week or so. The customer (also a friend) had mentioned he wanted a website quite a few months earlier however after a few follow-ups he told he had put the project on hold. From our conversations I… Continue reading »

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Aug
19

Career Advice: You’re Never Out to Lunch – Telephone Diplomacy

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Obviously we all go to lunch on most work days however when our staff are explaining why we can’t take a telephone call they should never say we are “having lunch”, “in the lunchroom” or “out to lunch”. Actually the information that inept staff or colleagues will offer over the phone is often astounding. In… Continue reading »

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Apr
12

Interpersonal Communication Barriers – Do You Have a Problem?

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To start at the blunt end of communication problems obviously if a relationship with others is desired it will be very difficult if the other party uses a tactic of total withdrawal by refusing to engage in any interpersonal contact. This is a blatant act that is easy to recognize and can be virtually impossible… Continue reading »

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Mar
08

Why Customers Abandon You and Quick Tips on Stemming the Flow

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A survey by The Canadian Manufacturers Association on why customers abandoned their suppliers revealed that: [  1% ]  was lost because of death [  3% ]  were lost when their salesmen left the company [  5% ]  left to buy from a friend or relative [  9% ]  left because they found they could buy… Continue reading »

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Feb
12

Salesperson’s checklist part two!

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HAVE YOU DESTROYED THE SALES SCRIPT AND STOPPED PITCHING? Helping the prospect through the buying process should be a conversation not a one person narrative. If you are using a script you are probably not listening to the customer nor understanding their wants… you are just pitching and pitching isn’t selling. Are you working very… Continue reading »

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Jan
21

SIX ESSENTIAL TIPS ON HANDLING CUSTOMER COMPLAINTS

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The hardest complainant type first: If a customer is abusive you must to make you first goal to calm the customer’s temper and take control of the situation. You need remain open and friendly, stay calm and keep your voice low and controlled. Tell the customer you are interested in his/her complaint and say ‘in… Continue reading »

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Nov
20

Top Five Principles for Excellent Customer Service

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Make yourself and your products or services easy to gain access to. Whether it’s online or through real locations simplicity of access is the key. Make sure your stock levels are well managed and matched to demand. Being out of stock is a sin. When it comes to online access test to web pages with… Continue reading »

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Oct
20

Time to Turn Your Business Model Upside Down Part One

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Historically businesses have built the management structure based on a pyramid resembling early military and bureaucratic structures where the power and decision making was with a select few at the pinnacle. Under this tradition the customer (enemy in the case of the military) only received what they were seeking at the whim of that elite… Continue reading »

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Sep
20

Seven Things You Must know About Your Customers by Clate Mask

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This is a recent email I received from Clate Mask CEO, Infusionsoft regarding the & “things” you must know about your customers: 1. Their Name- Nothing speaks to an individual faster than their first name. Use it to build your relationship with your customer. 2. What They’ve Purchased- If you know what your customers purchased… Continue reading »

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Jul
19

Sales and Selling – a letter from Gary Wilson

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Hi Ric, This is something that I have learned about selling and customers. “When your selling something first you need to make sure that it meets the needs [or wants] of people you’re trying to sell to however remember that no matter what… “your customer is always right”. You need to build a good relationship… Continue reading »

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